College Students in Class

Certificate II in Customer Engagement (BSB20215)

BRISBANE checkmark
SYDNEY checkmark
MELBOURNE checkmark
CRICOS Code: 086801M


  • Develop key teamwork and communication skills needed for providing excellent customer service
  • Learn how to effectively build your product and service knowledge in order to provide relevant information to customers
  • Explore technology and information systems, record keeping and effective electronic communication skills

Program Description

The Certificate II in Customer Engagement will prepare you for success in workplaces that are driven by customer relationships. Students will learn effective communication skills, how to manage conflict and handle customer complaints, how to work in a team, and how to build product and service knowledge in order to provide relevant information to customers. Students will also learn about key technologies used for customer engagement, such as contact management systems, and online communication software like email, chat software and more.

Successful graduates will be able to interact with customers, work with multiple communication channels, capture data and organise information, and receive and respond to customer requests.


16 hours of study per week will take place face-to-face in the classroom. Schedules combine the core lecture with foundation skills, and PASS classes.

6 hours per week of coursework will be completed online. The online study component includes exercises, discussion forums, and resources to help with assignments and to provide foundational academic and learning skills. Online study is available 24/7 for students to complete any time, and can be used to reach instructors outside of class.

See the sample schedule.

* Schedules may vary. Optional internship can be scheduled outside of class time.

Program Overview

  • Conduct customer engagement
  • Prepare for work in a customer engagement environment
  • Manage personal stress in the workplace
  • Develop product and service knowledge for customer engagement operation
  • Communicate in the workplace
  • Process customer complaints
  • Deliver a service to customers
  • Contribute to health and safety of self and others
  • Work effectively with others
Course units may be subject to change

Program Length

34 weeks* (20 hours/week)
Includes 6 hours/week online study + 14 hours/week in class study**

Optional internships available for an additional fee. Internship hours vary depending on schedule.
*24 weeks study + 10 weeks scheduled breaks.
**For start dates before Feb 26, 2018, schedule includes 5 weeks online study and 15 hours in class.

2017 & 2018 Program Start Dates

2017: Nov 6,* Nov 27,* Dec 18*
2018: Jan 15,* Feb 26, Jun 11, Jul 23, Sep 24, Nov 5


Feb 5 to Feb 23
May 21 to June 8
Sep 3 to Sep 21
Dec 24 to Jan 1, 2019

*2017 and Jan 15, 2018 start dates are delivered over 30 weeks (including 24 weeks study, and 6 weeks break)

Optional Internship Placement

In addition to the course work, students can undertake an unpaid internship placement in the business community. The aim of this placement is to provide practical experience in a business environment. Duties may vary and a business dress code may be required. The internship coordinator will visit students at the work place to offer support.

What is Nationally Recognised Training

Nationally Recognised Training
All ILSC Business College programs are Nationally Recognised Training. The Nationally Recognised Training (NRT) logo is a distinguishable mark of quality for promoting and certifying national vocational education and training leading to Australian Qualifications Framework (AQF) qualifications or Statements of Attainment.